Returns & exchanges
Not quite
the one?
If something isn't quite right, we're happy to help with a return, exchange, or store credit as long as your item meets the requirements below.
Start a ReturnIt only takes about a minute.
Within 14 days
Return requests must be submitted within 14 days of the date your order was delivered.
Unworn & unused
Items must be clean, free of stains, makeup, deodorant, pet hair, and other debris.
30% off = final sale
Items discounted 30% or more, custom or made-to-order pieces, and international orders are final sale.
Return options
Choose your return option
Once your return is approved, we'll send you instructions and the return shipping address. All options are subject to our return policy requirements.
Refund
Get your money back to your original payment method.
15% restocking feeA 15% restocking fee per item is deducted from your refund. It covers inspection, LED testing, steaming, fluffing, and repackaging.
Exchange
Swap for a different size or color (subject to availability).
No restocking feeWe cover shipping on your replacement and send it as soon as your return is received and approved.
Store credit
Get the full value as a SugarFur gift card that never expires.
No restocking feeStore credit is issued once your return is received and approved. No deductions.
Want to skip the 15% restocking fee? Choose an exchange or store credit instead.
How it works
Start your return in 3 easy steps
- 1
Submit a request
Use the return form below within 14 days of delivery. Include your order information and the reason for your return. It takes about a minute.
- 2
Get approval
A member of our team reviews each request and responds within 2–4 business days with your return authorization and shipping address.
- 3
Ship it back
Once approved, send your item back with a tracked shipping method. Please don't send your item before your return is approved.
Eligible items
Is your item eligible?
To be eligible for a return, your item must be:
- Unworn and unused
- Clean and free of stains, dirt, dust, glitter, makeup, deodorant, pet hair, or other debris
- Free of perfume, smoke, body odor, or other scents
- Free of damage or signs of wear
- Returned with all original tags, accessories, and packaging
Trying it on indoors for fit is completely fine. Items worn to a festival, event, party, photoshoot, outdoors, or for an extended period count as used and can't be returned.
Faux fur and light fabrics show wear easily, so every return is inspected when it arrives. If an item has been worn, used, or damaged, we may decline the return and send the item back to you.
Ineligible items
Final sale items
- Items discounted 30% or more
- Custom or made-to-order pieces
- International orders
- Anything worn, used, or returned after the 14-day window
- Original shipping charges (non-refundable)
Damaged or LED issues
LEDs acting up? Don't box it up yet.
Arrived damaged or defective?
Contact us within 48 hours of delivery with clear photos and/or a short video of the issue. For LED or electrical issues, a video is especially helpful.
If we confirm a true manufacturing defect, we'll make it right at no cost to you.
Most LED issues are a quick fix
A battery pull-tab that needs removing, a connector that loosened in shipping, or a power bank that needs a charge. Leave your phone number in the form and we'll walk you through it by phone or email.
Processing times
What happens after you ship
Return shipping is paid by you with the carrier of your choice. We strongly recommend a tracked method so you can confirm your return arrives safely.
International orders
Shipping from outside the U.S.?
Returns are available for U.S. orders only. International orders are final sale. If your international order arrived damaged or defective, email us within 48 hours with photos or video and we'll help.
FAQs
Quick answers
Can I try my coat on?
Yes, indoors for fit. Once it's been worn out to an event, festival, party, photoshoot, or outdoors, it counts as used.
Can I send my return back right away?
Please wait for approval first. Returns sent without authorization may be refused. We'll email you the return address once approved.
Is the restocking fee per order or per item?
Per item, and only on refunds to your original payment method. Exchanges and store credit have no fee.
Does store credit expire?
Never. It's issued as a digital SugarFur gift card.
Do I get my original shipping back?
Original shipping charges are non-refundable.
Start a return
Start your return here
Prefer email? Reach us at hello@sugarfur.com with your order number, item(s), reason, photos or video if there's an issue, and your refund, exchange, or store credit preference.
One last reminder
We're a small business and want returns to be easy and fair while making sure every SugarFur piece we send out meets our quality standards. Please only return items that are genuinely unworn and unused. Thank you for treating your SugarFur with care while you decide if it's the one.
Want the fine print? The full policy lives on our Refund Policy page.